Mug Shipping, Returns & Replacements.
Each OTL mug is made by hand, one at a time. Here’s what to expect as we prepare your order, send it on its way, and help if something isn’t right.
Made With Care. Sent as Soon as We Can.
Standard Individual Orders
Standard, non-customized mug orders—including the mug in a standard Pause & Applause gift set—ship within five business days after payment.
Personalized & Custom Orders
Personalized and custom mug orders take up to ten business days to ship after payment and final proof approval. Artwork preparation and the time spent reviewing your proof come before production.
We’ll Do Our Best to Get Every Order Out Sooner.
These timeframes allow us to make and pack your mugs with care. We’ll work to ship sooner whenever possible, but an earlier dispatch date is not guaranteed.
Business days exclude weekends and holidays. Production time is separate from shipping transit time. “Ships within” describes when your order leaves us, not when it arrives.
Shipping & Delivery.
US Orders Only
We currently ship mugs to US addresses only. Orders are sent using standard shipping. Shipping charges are shown on the product page and at checkout, or confirmed in your custom-order quote.
Our published group shipping rates apply to one delivery address. Transit times depend on the destination and carrier.
Need It Sooner?
Please contact OTL before ordering if you need expedited shipping or have a specific delivery deadline.
We’ll work with you to check available options, any additional shipping cost, and whether production can fit your schedule. Expedited shipping does not automatically shorten production time.
If your shipment seems delayed or has not arrived, please contact us with your order details so we can help investigate.
If we cannot ship within the promised production timeframe, we’ll contact you with an updated shipment date and the option to agree to the delay or cancel the unshipped order for a prompt refund.
UK mug plans are in the works. London seat filler membership gifts are available now and do not include a mug.
Returns & Replacements.
Our mugs are individually made for each order. We do not accept change-of-mind returns or exchanges, including requests to switch to another design after receiving your order.
We will help resolve orders that arrive:
- Damaged: your mug arrives broken, chipped, or otherwise damaged in transit.
- Defective: there is a fault with the mug or its production.
- Incorrect: we send the wrong item or produce artwork that does not match the agreed order or approved proof.
Contact us so we can review the issue and arrange an appropriate replacement or refund. Please do not send an item back before contacting us; we’ll explain whether a return is needed and provide instructions. You will not be charged to correct a confirmed damaged, defective, or incorrect item.
Any refund we issue will be returned to the original payment method. The time it takes to appear in your account depends on the payment provider.
A Little Handmade Character.
Small variations in color or design placement can occur with individually produced mugs. Minor variations that do not affect use or materially change the agreed design are part of the handmade process. This does not exclude genuine defects or production mistakes.
Personalization & Artwork Approval.
For personalized and custom orders, please review your digital proof carefully before giving final approval. Check all names, spelling, production titles, dates, colors, and layout.
- We print the agreed, approved design. Customer-supplied spelling mistakes or details approved in the final proof are not production errors and do not qualify for a complimentary replacement.
- If we make an error that differs from your approved proof, contact us so we can put it right.
- Screen colors and printed colors can differ slightly. We cannot promise an exact match to the appearance on every device.
- If you need a change, contact us as soon as possible. We’ll confirm whether it can still be made before production.
Something Not Right? Let Us Know.
Please contact OTL as soon as you notice a problem and include:
- The name and email address used for the order.
- Your order number or PayPal invoice number, if available.
- A brief description of the issue and which items are affected.
- Clear photos of the mug and packaging, if possible, to help us assess damage or printing issues.
Please keep the item and packaging until we confirm the next steps. We’ll review the details and work with you on the appropriate resolution.
This policy covers physical mugs and their shipping, including mugs sold in Pause & Applause gift sets. Seat filler membership and voucher terms are provided separately. Nothing in this policy limits rights or remedies available under applicable law.
